FAQ

Can you get me this pen/ink/accessory? It’s not in your catalog!

If it’s from one of the brands we sell and it’s not listed on the website we can probably get it for you!

Please contact us and we’ll get back to you as soon as possible. Our address is contact@pennonia.eu

Do you price-match?

Yes we do! We’ll price match the following retailers from Europe:

https://www.seitz-kreuznach.de/en/

https://appelboom.com/

https://www.stilografica.it/

https://www.vulpennen.nl/en/

https://www.lacouronneducomte.nl/

I didn’t get the items I ordered!

Our most sincere apologies! Sometimes things might get mixed up. Just let us know if it does and we’ll ship the correct items to you for free. We might ask you to send back the product in which case we’ll cover the shipping fee!

contact@pennonia.eu

Do you offer free shipping?

Unfortunately we are so small that we simply can’t offer free shipping. Sorry. 🙁

Do I have to pay taxes on my orders?

No because we only ship to the European Union, you do not have to pay any taxes.

How can I pay for my order?

We accept PayPal payments and on special request, bank transfers.

For bank transfers you might want to check out Transferwise if you want to save on banking costs. Include the order number in the notes section when doing bank transfers.

Our bank account (IBAN) is:

S.C. CONVERSA CENTER S.R.L.
RO74BTRLEURCRT0368559401

SWIFT/BIC: BTRLRO22
BANCA TRANSILVANIA, Romania

Please note that we do not ship out orders until we receive the full payment from you.

In Romania we also offer cash on delivery for orders under 300 €.

What do I do if I need to make a return?

Just e-mail us at returns@pennonia.eu within 31 days after receiving your order.

In your e-mail include the following information:

  1. Your name
  2. Your address
  3. Order number and date of purchase
  4. Whether the items are used or unused
  5. Reason for the return (only applicable after 15 days after receiving your order)
Do I have to pay customs or taxes?

No, we only operate in the European Union. We are based in Romania, a member state of the European Union so you won’t have to pay any taxes.

My order arrived but it’s missing items!

Ooops! Our most sincere apologies! Sometimes things might get mixed up. Just let us know if it does and we’ll ship the missing items to you for free.

contact@pennonia.eu

My order arrived but the items are damaged!

Don’t worry we’ll take care of you. Just contact us.

returs@pennonia.eu

If the package was damaged during shipment we will send you a replacement at no cost. If by some chance we can’t send you a replacement or a similar product you can opt to choose for a refund as well.

We might ask you to ship back the damaged product and we will bare the cost of shipment.

 

Do you offer refunds?

Yes we offer a full refund for items that are returned to us in their original condition within 31 days. We’ll take back pens that have been inked. We’ll give them a proper cleaning using Rohrer & Klingner’s fountain pen cleaning solution and verify everything before we put them back on sale.

Upon discretion we may offer partial refunds if you are responsible for any damage or use that reduces the value of the item in question. Same 31 days rule applies.

Please contact us at returns@pennonia.eu and we’ll work things out.

How many days do I have to return a product?

Upon receiving your order you have 31 days to cancel and return it for a refund. In the first 14 days you can do so for any reason, even if you simply changed your mind. You’ll have to pay for postage though. In order for us to offer a full refund the items must be without damage.

There are some products that are exempt from this rule:

  • goods made to order or clearly personalized
  • inks and ink samples
  • notebooks that have writing in them or torn pages
  • pens or other products that have been modified in any way

You can contact us here at returns@pennonia.eu

How fast can you stock items that are on backorder?

It usually takes us 2-3 business days but there might be exceptions if our suppliers don’t have them in stock. This usually happens with rare items like limited edition pens or fountain pens with uncommon nibs like EF, B or Oblique nibs. In this case some suppliers will need 3 weeks to fulfill an order

We’ll let you know what to expect if it takes longer for them then 3 business days and you can always contact us using this address: contact@pennonia.eu

When does my order arrive?

It usually takes a week for it to arrive after we have sent out the package but depending on the post or courier, it might take longer. We’ll provide a tracking number if your delivery option allows it so you can know exactly where your package is.

When do you ship my order?

We work from Monday to Friday, from 9 am to 5 pm (UTC+2). It usually takes us 1-2 business days to ship your package if everything you ordered is in stock.

Please note that we do not ship out orders until we receive the full payment from you.

Things might take longer if we have to backorder items from our suppliers. It usually takes 2 business days to receive their shipment if they have the requested item in stock, then we verify that everything is in order and the next day we’ll send you the things you ordered.

If you have requested a rare item like a fountain pen with an uncommon nib grind or nib size it may take 2-3 weeks for us to get a hold of the requested items. We’ll definitely contact you either way with an estimate if we have to backorder an item for you.

How much does shipping cost?

We ship to the EU using the National Post’s Priority Parcel service. It’s the most reasonably priced option available to us and it offers insurance and tracking.

National Post Priority Parcel Service

This shipping method is divided into Zones based on the destination country.

Zone 1: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Germany, Hungary, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Slovakia, Sweden
Flat Rate: 10 €

Zone 2: Cyprus, Estonia, Finland, France, Greece, Ireland, Italy, Portugal, Slovenia, Spain, United Kingdom
Flat Rate: 12 €

If you want, we also offer shipping via DPD (Dynamic Parcel Distribution) courier. Please contact us for pricing information.

DPD Express Regional

Zone 1: Bulgaria, Hungary, Romania
Flat Rate: 5 €

Zone 2: Greece
Flat Rate: 7 €

FAN Courier

Romania
Flat Rate: 5 €

 

Which countries do you ship to?

We only ship to countries in the European Union.

Specifically to the following countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom.

Can I modify my order?

Yes, as long as your order hasn’t been sent out by us. It’s more than likely that we can remove, ad or swap out items for you. Just let us know as soon as possible. It usually takes us 1-2 days to pack everything together and go to the post office.

How can I track my order?

If the delivery method you choose includes order tracking then we will send you the tracking number to your e-mail address associated with your account. You can use this code on your country’s national postal service’s website to track your order.

If you requested your package to be sent via DPD courier, you can track your packages here:

https://www.dpd.com/ro_privatecustomers

After it leaves the country that page will generate an International DPD tracking number which can be used to find the package here:

https://www.dpd.com/tracking


If you requested your package to be sent via the National Post please go here:

http://www.17track.net/

Alternatively you can also use:

https://www.posta-romana.ro/en/track-trace.html

NOTE: After the package leaves Romania you’ll need to continue tracking your package on your country’s national post page if you don’t use 17Track.